Although these integrations aren't required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of ConnectWise's ticket workflows and business rules.

Step 1: Authenticate with ConnectWise

Click the Authenticate with ConnectWise button and follow the steps to add your credentials. Once you do this, all Simplesat/ConnectWise integrations will become available.

📖  Learn how to create a ConnectWise API Member.

Revoking access

To completely revoke access and disable all integrations, click the Revoke Access button.

Note: Our servers are located in Ireland. If you're having an issue connecting, you may need to add that country to your firewall's filter. 🌏

Step 2: Activate individual integrations

Connect additional ConnectWise information

This integration will stay active as long as you have Simplesat authenticated with ConnectWise.

Once active, SimpleSat will retrieve the following information through the API:

  • Contact Company
  • Ticket Resource(s)
  • Ticket Owner
  • Department
  • Board

Note: All information gathered through the API will override fields previously sent through URL parameters.

Update service ticket with an internal note

SimpleSat can update the support ticket with an internal note after a customer submits feedback.

Here's an example of how a note will look in a ConnectWise support ticket:

The note is flagged as Internal, with the ticket's current Contact as the author.

Ratings will be displayed as Good, Neutral or Negative. The additional Comment row will only appear if a comment was given.

To toggle this integration on/off, click the button at the bottom of the box:

Still need help?

Some of this may seem daunting if you're not a ConnectWise power user. We'd be happy to help walk you through the process, just let us know. 😃 

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